Invisible Helped

Tripled Menu Production

Matched existing BPOs for efficacy in 10 days and became partner-of-choice to open new markets & new lines of business.

Invisible Helped

Tripled Menu Production

Matched existing BPOs for efficacy in 10 days and became partner-of-choice to open new markets & new lines of business.

Invisible Helped

Tripled Menu Production

Matched existing BPOs for efficacy in 10 days and became partner-of-choice to open new markets & new lines of business.

When demand doubled during the pandemic, a food delivery giant that you might have ordered dinner from last night needed a better way to onboard restaurants in more than 4,000 locations.

The Need

The delivery company needed to scale extremely rapidly starting in March 2020 as the pandemic closed down large portions of in-person dining and consumer demand food delivery skyrocketed. Their need - structuring menus at a staggering pace.

Restaurants design their menus in myriad ways—beautiful three-page folios, pdfs, pictures, even QR codes that lead to unique online menus—but consumers expect menus from every restaurant to be structured in the same way. 

That’s where Invisible comes in.

The Solution

Summary

Invisible sat down with their operations team and mapped their restaurant onboarding process.  

  • Within 10 days, we hired and trained a team to meet the performance of existing vendors. 
  • Within a month, Invisible doubled the output of existing vendors while beating SLAs. 

In parallel, Invisible built 2 pieces of technology: 

  • An OCR tool that reads menus from different formats and structures them
  • A Workforce Management Platform that allowed agents to work on the same process, and on client platforms, without needing access to their systems.

When these two tools were fully implemented, Invisible was operating at double the efficacy of existing vendors and it was able to cut costs by 50% within 3 months of the engagement.

How It Worked

How did Invisible deliver such a remarkable impact? Invisible's unique mix of process optimization, workforce management, and custom automation abilities created immediate impact and long-term value for the client.

This is a chart showing the client journey.
Phase 1: Coordinated Labor Meets Initial Business Goals

Engagements begin by mapping business process requirements. Invisible understood these, established business processes, and organized a cohesive team to meet the performance of existing vendors within 10 days. This relied on a scalable hiring and training structure as well as our core operating model, the digital assembly line.

Between these ways of working Invisible was ultimately able to match and then double the output of existing vendors within 30 days while beating SLAs, before applying the power of technology (beyond coordination).

Phase 2: Proprietary Tech Leads to Price Drop 

Invisible built two proprietary technologies to increase the efficacy of these processes, which we now understood well. The first was Magic Wand - this is a unique OCR technology built to read menus of various formats and spit them out into a structure that allows people to make decisions about those menus. 

The second technology we built is called Flow. Like the digital assembly line, this is a workforce management platform; however, Flow is built for scale and parallel processing. This meant that many agents could work on similar problems at once. More than that, Flow ensures that clients do not need to buy platform licenses or create seats for each individual agent to access a system. One client was able to save over $100k/year in Salesforce licenses costs.

When these two tools were fully implemented, Invisible was operating at double the efficacy of existing vendors and it was able to cut costs by 50% within 3 months of the engagement. The client fired several existing vendors as a result.  

Phase 3: QA Processes Save Valuable Management Time

With output high and price low, Invisible turned its focus to quality assurance. Here, we built air-tight processes used to manage our own team and (eventually) processes that we applied to other vendor outputs. 

Phase 4: A Scalable, Synthetic Business Process & A Valued Partnership

With this combination of people, process, and technology, Invisible was able to scale menu normalization without loss of quality, leading to a valuable partnership. Here’s how humans and machines work together to achieve exceptional outcomes: 

  1. Menus are automatically downloaded: Machines prepare the agent work environment, downloading and organizing menus each day.
  2. Agents rate menu difficulty: Some menus have thousands of items and combinations. Others are simple. Senior operators assess how hard it will be to apply choice architecture to a given menu.
  3. Work is automatically assigned: Flow automatically distributes work to the team based on their skills and availability.
  4. Custom tools read menus of all kinds: Bots and OCR can't see what choices a diner will need to make when ordering, but they read the text fast and well. We built a tool called Magic Wand that extracts from dozens of formats and prepares it for agents to process.
  5. Choice logic is applied: Our team ensures that you can add extra toppings to your pizza for no charge if you want to! (That's an "and", not an "or.") 
  6. 100% of outcomes are QA’d: Formulas and scripts prevent common errors, and our experts review the work for edge cases. When we're sure everything is accurate, it's uploaded to the client's systems.
  7. Deliverables uploaded to client system: We deliver high quality and output at a high scale with a simple engagement model and low licensing overhead.
Visualization of a custom tool, Magic Wand

The Impact

Building on the remarkable success of our first collaboration, today Invisible runs 25 different processes for 5 teams across 4 different continents and serves as a strategic partner in opening both new markets and new lines of business.

Get Results

We can help run delivery processes or apply these same capabilities in data transformation, platform management, and operations to your business.

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The Solution

Invisible sat down with their operations team and mapped their restaurant onboarding process.  

  • Within 10 days, we hired and trained a team to meet the performance of existing vendors. 
  • Within a month, Invisible doubled the output of existing vendors while beating SLAs. 

In parallel, Invisible built 2 pieces of technology: 

  • An OCR tool that reads menus from different formats and structures them
  • A Workforce Management Platform that allowed agents to work on the same process, and on client platforms, without needing access to their systems.

When these two tools were fully implemented, Invisible was operating at double the efficacy of existing vendors and it was able to cut costs by 50% within 3 months of the engagement.

How It Worked

How did Invisible deliver such remarkable impact?

The Problem with Existing Vendors

Existing vendors were not designed to structure menus at scale, with quality.

This chart shows people, process, and technology strengths and weaknesses by tech focused versus traditional BPOs.

Process, People & Automation

Invisible's unique mix of process optimization, workforce management, and custom automation abilities created immediate impact and long term value for the client.

Phase 1: Coordinated Labor Meets Initial Business Goals

Engagements begin by mapping business process requirements. Invisible understood these, established business processes, and organized a cohesive team to meet the performance of existing vendors within 10 days. This relied on a scalable hiring and training structure as well as our core operating model, the digital assembly line.

Between these ways of working Invisible was ultimately able to match and then double the output of existing vendors within 30 days while beating SLAs, before applying the power of technology (beyond coordination).

Phase 2: Proprietary Tech Leads to Price Drop 

Invisible built two proprietary technologies to increase the efficacy of these processes, which we now understood well. The first was Magic Wand - this is a unique OCR technology built to read menus of various formats and spit them out into a structure that allows people to make decisions about those menus. 

The second technology we built is called Flow. Like the digital assembly line, this is a workforce management platform; however, Flow is built for scale and parallel processing. This meant that many agents could work on similar problems at once. More than that, Flow ensures that client do not need to buy platform licenses or create seats for each individual agent to access a system. One client was able to save over $100k/year in Salesforce licenses costs.

When these two tools were fully implemented, Invisible was operating at double the efficacy of existing vendors and it was able to cut costs by 50% within 3 months of the engagement. The client fired several existing vendors as a result.  

Phase 3: QA Processes Save Valuable Management Time

With output high and price low, Invisible turned its focus to quality assurance. Here, we built air-tight processes used to manage our own team and (eventually) processes that we applied to other vendor outputs. 

Phase 4: A Scalable, Synthetic Business Process & A Valued Partnership

With this combination of people, process, and technology, Invisible was able to scale menu normalization without loss of quality, leading to a valuable partnership. Here’s how humans and machines work together to achieve exceptional outcomes: 

  1. Menus are automatically downloaded: Machines prepare the agent work environment, downloading and organizing menus each day.
  2. Agents rate menu difficulty: Some menus have thousands of items and combinations. Others are simple. Senior operators assess how hard it will be to apply choice architecture to a given menu.
  3. Work is automatically assigned: Flow automatically distributes work to the team based on their skills and availability.
  4. Custom tools read menus of all kinds: Bots and OCR can't see what choices a diner will need to make when ordering, but they read text fast and well. We built a tool called Magic Wand that extracts from dozens of formats and prepares it for agents to process.
  5. Choice logic is applied: Our team ensures that you can add extra toppings on your pizza for no charge if you want to! (That's an "and", not an "or.") 
  6. 100% of outcomes are QA’d: Formulas and scripts prevent common errors, and our experts review the work for edge cases. When we're sure everything is accurate, it's uploaded to the client's systems.
  7. Deliverables uploaded to client system: We deliver high quality and output at high scale with a simple engagement model and low licensing overhead.

The Impact

Building on the remarkable success of our first collaboration, today Invisible runs 25 different processes for 5 teams across 4 different continents and serve as a strategic partner in opening both new markets and new lines of business.